01The organization
Picture a state agency that issues business licenses and processes benefit applications. Residents apply through a portal in English and Spanish, pay fees online, and track progress. Caseworkers review and approve applications in ServiceNow.
Changes come from new legislation, and they come with deadlines. Testing is manual, done by caseworkers seconded to the project. Procurement and security require that tools run in the agency's own data center.
Public sector teams carry a different set of risks. A broken form doesn't just lose a sale; it stops a resident getting a license or a benefit on time. Changes often come with legal deadlines, and every tool has to pass procurement, security and audit before it touches a test environment.
02Business objectives
- Test an application from citizen form to caseworker decision
- Run testing inside the agency's data center
- Cover both languages and every role
- Show auditors what was tested and who ran it
03Testing challenges
Two systems, one case
The portal and ServiceNow are tested separately, so the hand-off is rarely tested at all.
Legislative deadlines
Rule changes have fixed go-live dates, and testing is what gets squeezed.
Roles and permissions
Caseworkers, supervisors and auditors each have different rights.
Hosting requirements
Cloud-only testing tools are ruled out.
04Before and after
How the testing work would change once the journeys run in Robonito.
- Hosting
- Today:Cloud-only tools ruled out, so testing stays manual.
- With Robonito:Robonito runs on-premise in the agency's data center.
- End to end
- Today:Portal and ServiceNow tested separately.
- With Robonito:One test runs from citizen form to caseworker decision.
- Languages
- Today:Spanish forms checked occasionally.
- With Robonito:English and Spanish journeys run every release.
- Audit
- Today:Testing records assembled after the fact.
- With Robonito:Run records and access logs kept as testing happens.
05How Robonito would test it
- 1
On-premise deployment
Robonito runs on-premise in the agency's data center, with role-based access and audit logs of test and agent activity.
- 2
End-to-end cases
One test applies as a citizen, then approves or rejects the case as a caseworker in ServiceNow, and checks the portal status.
- 3
Both languages
The same journeys run in English and Spanish.
- 4
Before every rule change
Azure DevOps runs the suite before each release, with failures logged in Jira.
06Test scenarios, in plain language
Tests you'd write in Robonito on day one. Each one is typed as written; the agent works through the app and saves the steps.
- ApplicationApply for a business license as a new user, upload the required documents, pay the fee, and confirm a case is created in ServiceNow.
- ApprovalApprove the case as a caseworker in ServiceNow and confirm the portal shows Approved with a downloadable certificate.
- ValidationSubmit an application without proof of address and confirm the portal blocks it with the right message.
- LanguageSwitch the portal to Spanish and confirm the form labels and validation messages are in Spanish.
- RolesLog in to ServiceNow as an auditor and confirm the Approve button is not available.
07What the pilot measures
No made-up numbers: a pilot measures these against your current baseline, on your own app.
End-to-end coverage
Share of application types tested from form to decision.
Caseworker time
Caseworker hours returned from manual testing.
On-time releases
Rule changes delivered on their legislative dates.
Audit trail
Whether auditors accept the run records and access logs.
08Rolling it out: the first month
A realistic plan for a team starting from zero, with the baseline comparison built in.
- Week 1
Clear security and procurement
IT security approves the on-premise deployment, roles and audit logging, with the SOC 2 Type II report under NDA.
- Week 2
Automate one application type
The team writes the business license application end to end, from portal to ServiceNow approval.
- Week 3
Add languages and roles
Spanish journeys and caseworker, supervisor and auditor role checks are added.
- Week 4
Run before the next rule change
Azure DevOps runs the suite before the next release, and auditors review the run records.
09Frequently asked questions
Can Robonito be deployed on-premise?
Yes. Robonito can run on-premise, in a private cloud, in the cloud or as a hybrid, with role-based access and audit logs of test and agent activity.
Can Robonito test ServiceNow?
Yes. Robonito tests ServiceNow catalog items, workflows and approvals, and can combine them with steps in other web applications, such as a citizen portal, in one test.
What security documentation is available?
Robonito has a SOC 2 Type II report, shared under NDA. The security and compliance page describes deployment options, access control and audit logging.
Can tests cover more than one language?
Yes. The same journey can run in each language your portal supports, checking that labels and validation messages appear correctly.
Can caseworkers help build tests without coding?
Yes. Caseworkers know the rules better than anyone, so they describe an application path in plain language, such as an approval with a missing document, and review the steps the agent produces. They can also record a flow in the desktop app. Neither needs code, and the tests stay readable for auditors.